Sending and receiving
How do reactions work?
When a customer reacts to a message, the emoji appears as a small chip under that message — hover it to see who. When they take it back, the chip goes. A reaction does not mark the conversation unread, email anyone, or open the 24-hour window: only a real message from the customer opens it, so a reaction after the window has closed leaves it closed. Older conversations may still show a “Reacted 👍” line from before reactions were shown this way.
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